Plan changes

Meridian Mobile internal policy · section 8.1 · fictional, written by the team

Plan changes take effect from the next billing period unless the customer is moving to a higher plan, which can take effect immediately on request.

Where a customer was placed on the wrong plan by Meridian Mobile, the change is backdated to the date of the error and the difference refunded. The customer is not required to have noticed the error within any particular period.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 3.1 Fault tickets 7.1 Ombudsman referral 4.1 Refund window 5.1 Repeat contact 3.2 Total loss of service 4.2 Unauthorised add-ons

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.